The Customer First Group was founded in 2019 by
In a world full of disruption, we believe that putting the customer first is paramount to success and longevity in business. We strive to deliver customer-centric transformation across consumer-facing brands through a range of presentations, strategy days, online training and advisory services. We believe that to be truly customer first, you have to address every part of your business as the whole value chain must work seamlessly end-to-end in order to achieve customer centricity.
We work with consumer-facing businesses and brands in retail, FMCG, financial services, automotive, travel, food & beverage and leisure to help them improve their customer experience and drive customer-centric transformation. We have the insight and expertise to help customer centricity become your competitive advantage.
We’re based in Central London, but work regularly with clients in International markets including;
Renowned internationally as one of the World’s leading experts on customer experience, consumer behaviour, multichannel operations and e-commerce, Martin has a second-to-none understanding of customer-centric transformation and how it is vitally required to survive in this disruptive age.
Martin’s book, 100 Practical Ways to Improve Customer Experience, was a finalist in the 2019 Business Book Awards. Pulling ideas from 35 years of experience, including heading up multichannel operations for Harrods, Burberry and Ted Baker, alongside his interactions with the brightest and best in business, Martin explores the end-to-end chain process and comes down hard on so-called ‘traditional’ customer experience.
Martin was listed on Retail Week’s top 50 eTail Power List for five consecutive years, as well as being named in British Vogue’s Online Fashion 100. He’s presented at events all over the world including the British Retail Consortium, Retail Week Live and the World Retail Conference and has shared a stage with the founder of the WorldWideWeb, Sir Tim Berners-Lee to talk about what’s next for the web and what that means for consumer-facing businesses.
As our Head of Operations, Tiffiny has an extensive background in events, branding and marketing across a range of luxury and consumer-facing sectors.
Having previously worked with Martin Newman at e-commerce consultancy Practicology, Tiffiny joined him in building The Customer First Group with the shared belief that customer-centricity was essential to any consumer-facing business.
Developing her skill set at QVC and brand consultancy The Clifton Studio, where she worked with brands such as Elle and Lulu Guinness, Tiffiny brings a unique insight into disruption and transformation. With a degree in psychology and a diploma in transformational coaching, Tiffiny is an invaluable member of our team.